[Hiring] ISP Support Technician @TEKsystems

Role Description

The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. This role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed.

• Respond to and resolve a high volume of initial IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting.
• Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management.
• Contribute to and utilize the internal knowledge base for common issues and solutions and provide feedback for improvement.
• Create, update, and close support tickets in the IT ticketing systems, ensuring accurate documentation of all issues and resolutions.
• Provide excellent customer service, maintaining a positive and professional attitude while assisting users with their technical issues.
• Strong problem-solving skills and attention to detail including multi-tasking.
• Effectively troubleshoot and resolve customer complaints or concerns while maintaining a positive attitude.
• Meet or exceed performance metrics including call handling time, quality assurance, and other metrics as assigned.

Qualifications

• Prefer candidates local to either Cedar Rapids IA, Huntsville AL, or Raleigh NC centers if possible.
• Will consider fully remote candidates as well.
• Training will start on Monday 11/30.
• All schedules after training require working on either a Saturday or a Sunday or both Sat/Sun with two days off back to back during the week.
• The Tier II qualifications would be to have one of the following; candidates who meet one of the criteria below can be started at $15.50/hr:
• AA or some sort of completed education in Computer Science or related IT field.
• Obtained 2 Certifications in A+, Sec+, Net+ or CCNA.
• $1.00 differential upon conversion.

Requirements

• Experience Level: Entry Level.
• Job Type: Contract to Hire position based out of Raleigh, NC.

Benefits

• Medical, dental & vision.
• Critical Illness, Accident, and Hospital.
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation or Sick Leave).

Application Deadline

This position is anticipated to close on Nov 4, 2026.

Workplace Type

This is a fully remote position.